Williams Lea, is a global leader in business-critical support services, and they faced a familiar challenge to many other organisations: how to make the most of their current technology while improving internal operations and delivering better customer outcomes.
They knew the potential was there but weren’t sure how to unlock it. That’s where Microsoft’s Copilot – and our team at Changing Social came in.
Williams Lea’s journey with Copilot is a story about transformation, growth, and discovering untapped potential. It’s also a story about collaboration. Together, we crafted a plan to elevate their use of Copilot, fine-tune their operations, and position them for future success.
The Challenge
Every business knows that having the right tools in place is only half the battle. Using them effectively is the key to success.
Williams Lea was no different. They had already invested in Copilot, Microsoft’s AI-driven assistant, but they weren’t getting the full value from it. There were gaps and areas where Copilot could be doing more, and they needed help identifying them.
Moreover, Williams Lea saw an opportunity to go beyond just internal improvements. They wanted to explore how Copilot’s capabilities could also benefit their clients, enhancing customer engagement and satisfaction.
But there was a challenge. How could they maximise Copilot’s potential without disrupting day-to-day operations? And, more importantly, how could they ensure that the entire organisation was on board for the change?
Discovery
When Williams Lea first partnered with us, the first step was to investigate their current use of Copilot. This is where we started so we could build on what we noticed.
Our team worked closely with key stakeholders at the company, identifying areas where Copilot was already adding value and, crucially, pinpointing the gaps where further investment could yield significant results.
Was Copilot being used to its full capacity? What processes could be improved with better integration? How could it support Williams Lea’s broader goals of operational excellence and customer engagement?
Through this discovery phase, it became clear that while Copilot was already helping Williams Lea, there was so much more it could do and a lot more that could be gained in their workforce by using it to its fullest advantage.
Building a Roadmap for Adoption and Expansion
Once we had a clearer understanding of the challenges and opportunities within Williams Lea, we got to work on a strategy.
Our goal was twofold: first we needed to improve the internal use of Copilot and lay the foundation for future growth, especially in how Williams Lea could offer Copilot-driven services to their clients.
We developed an adoption plan focused on:
- Maximising internal efficiency by enhancing Copilot's usage across the organisation.
- Identifying gaps where additional Copilot licenses or features could further improve operations and peoples day to day workflow.
- Exploring customer engagement opportunities by evaluating how Copilot's AI-driven insights could benefit Williams Lea's clients.
This strategy was built around practical, achievable steps. We knew that the success of the initiative would depend on engaging everyone at Williams Lea – from leadership to frontline staff. So, we made sure the adoption plan was clear, aligned with their goals, and supported by ongoing training and communication.
Rolling Out Copilot with Care
Change can be daunting, especially involving new technology within larger organisations.
But at Changing Social, we've learned that the key to successful adoption lies in careful planning and constant support. For Williams Lea, we knew that a well-executed rollout was essential.
The strategy involved increasing the internal use of Copilot while ensuring that teams were comfortable with the changes. We conducted workshops, offered training, and made sure that any potential issues were addressed promptly.
There were some challenges along the way. Like many organisations, Williams Lea had concerns about disruption, disruption to workflow, and disruption in general. Their workforce was already stretched, and the last thing they wanted was a new initiative that would create confusion or slow things down.
To address these concerns, we tailored the rollout to minimise impact. Instead of overwhelming teams with too much change at once, we introduced Copilot enhancements gradually. This allowed teams to adapt, learn, and fully appreciate the benefits without feeling pressured.
Results
The impact of the Copilot adoption at Williams Lea was profound.
Internally, the company saw immediate improvements in operational efficiency due to the rollout of Copilot. Previously time-consuming processes were streamlined, allowing teams to focus on higher-value tasks. Copilot's AI-driven capabilities enabled better decision-making and faster problem-solving, helping Williams Lea operate more effectively across the board.
The success didn't stop there.
One of the most exciting outcomes was the realisation that Copilot's benefits could extend beyond internal operations. Williams Lea saw an opportunity to use Copilot as a tool to enhance customer engagement. They were so impressed with the internal results that they began exploring how Copilot could be offered as a service to their clients. This is the best result we could have asked for; they saw the vast difference and change in their organisation, and they want others to know about the benefits that Copilot can offer when integrated into a company well.
The potential for this was huge. By using Copilot to offer deeper insights, better automation, and more tailored services to their clients, Williams Lea positioned themselves as a forward-thinking leader in their industry.
Continuing with the Journey of Innovation
With the initial success of the Copilot adoption, Williams Lea is eager to build on the momentum.
They've already started discussions with Changing Social about future engagements, focusing on how to further leverage Copilot's capabilities for their customers as they have seen the benefits for themselves.
This partnership between Williams Lea and Changing Social has evolved into a long-term collaboration, built on mutual respect and shared goals. Together, we're committed to pushing the boundaries of what's possible with AI-driven solutions, ensuring that Williams Lea remains at the forefront of innovation in their industry.
Conclusion
The Copilot adoption project at Williams Lea highlights the power of collaboration and the importance of having the right strategy in place. By partnering with Changing Social, Williams Lea not only improved their internal operations but also unlocked new opportunities for growth and customer engagement.
Their story is a testament to what's possible when you embrace change, invest in the right tools, and work with a partner who understands your goals. As Williams Lea continues to evolve, they can be confident that Copilot – and the ongoing support from Changing Social – will be there to help them succeed.
